Virtual Customer Support Specialist

About the Company

Zalando is Europe’s leading online platform for fashion and lifestyle. Founded in Berlin in 2008, we bring head-to-toe fashion to almost 50 million active customers across 25 markets. Our mission is to re-imagine fashion for the good of all, creating a platform that inspires, connects, and contributes positively to the world. We pride ourselves on innovation, customer focus, and a diverse, inclusive work environment.

Job Description

We are seeking enthusiastic and customer-focused individuals to join our virtual customer support team. This is an excellent opportunity for motivated candidates with no prior experience to kickstart their career in a dynamic and supportive environment. As a Virtual Customer Support Specialist, you will be the first point of contact for our customers, providing exceptional service and resolving inquiries related to orders, products, and services. This role is 100% remote, offering the flexibility to work from your home office in Mannheim.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information regarding products, services, order status, and company policies.
• Resolve customer complaints and issues efficiently, escalating complex problems to the appropriate department when necessary.
• Document all customer interactions and resolutions accurately in the CRM system.
• Collaborate with team members and other departments to ensure a seamless customer experience.
• Continuously improve product knowledge and service skills.

Required Skills

• Excellent verbal and written communication skills in German and English.
• Strong active listening skills and empathy.
• Ability to learn quickly and adapt to new systems and processes.
• Proficiency in basic computer applications and navigating multiple software programs.
• Reliable high-speed internet connection and a quiet home workspace.
• Problem-solving attitude.

Preferred Qualifications

• Previous experience in a customer-facing role (even if not formal call center).
• Familiarity with e-commerce platforms.
• Ability to speak additional European languages (e.g., French, Dutch).

Perks & Benefits

• Comprehensive paid training program.
• Flexible remote work schedule.
• Employee discount on Zalando products.
• Access to professional development resources.
• Opportunities for career growth within a leading e-commerce company.
• Health and wellness programs.

Apply Now